Real Time Operations Coordinator

1 day ago

Gandhinagar, Gujarat, India beBeeOperations Full time ₹ 5,00,000 - ₹ 8,00,000
Job Opportunity

We are seeking a skilled professional to join our team as a Real Time Operations Analyst.

Key Responsibilities:
  • Supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery
  • Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor
  • Sends day-end reports to management team
  • Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
  • Reports intra-day schedule changes to the Supervisors/Manager. e., same day callouts and develops a plan to meet schedule requirements.
  • Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
  • Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).
  • Assigning schedules for all reps.
  • Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
Requirements:
  • Bachelors degree with 1+ years of experience or equivalent combination of education and relevant experience
  • Advanced knowledge of Excel including simple to complex formulae OR similar reporting tools/methodologies
  • Excellent Written English skills
  • Able to maintain high ethical standards at all times
  • Ability to take initiative to develop core skills and competencies
  • Flexible in an environment and able to champion and embrace change
What We Offer:
  • Transportation allowance
  • Canteen Subsidy
  • Night Shift allowance as per process
  • Schedule Attendance Bonus
  • Health Insurance
  • Tuition Reimbursement
  • Incentive components campaign wise
  • Work-Life Balance Initiatives
  • Rewards & Recognition

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